Service Call Analysis

Year-Over-Year Performance Comparison

17,775
Total Service Calls (2025)
22.8%
Increase in Service Calls
-42.1%
Decrease in Phone Support Cases
+4.5%
Growth in Repair Calls

Service Calls by Type: 2024 vs. 2025

Improved User Experience

A sharp drop in phone support could indicate fewer complaints and higher initial user success.

800 Fewer Support Calls

Increased Physical Service

The need for hands-on Repair and Loaner services has increased slightly, requiring monitoring.

+45 More On-site Cases

Fewer Clinical Cases

A positive drop in clinical assessments suggests higher user confidence and fewer device-related clinical queries.

6 Fewer Cases

Strategic Analysis & Key Questions

  • Investigate the Support Drop: The significant 42.1% decrease in phone support requires investigation. Does this reflect improved product stability and user guides, or a shift to unmonitored support channels? Recommendation: Conduct user surveys to validate the cause and ensure customer satisfaction remains high.
  • Analyze Rising Repair Complexity: An increase in repairs while overall calls are down suggests that reported issues may be more severe. Recommendation: Deep dive into the nature of 2025's repair cases. Are they related to a specific component or usage pattern that can be addressed?
  • Opportunity in Proactive Services: The decline in Preventative Maintenance contracts (-20.9%) presents a risk. Recommendation: Develop a targeted campaign to communicate the value of PM, emphasizing how it enhances device reliability and prevents more complex repairs.
Iradimed Quality Management System - Complaint Status Dashboard